Quality People Management for Quality Outcomes - Sitel - ContactCenterWorld.com Blog
Despite your industry, size of your company or your beliefs, one tenet holds true among human resources professionals across the globe: the pace of change in the next decade will be even more fundamental. Technology, demographics, macro-economic changes, and other factors will influence organizational structures and cultures.
Our experience managing a global, very diverse and well qualified labor force, as many studies released about the future of our society, our businesses and workplace, are showing the following themes and developments in People Management towards and beyond 2016:
- People management will present one of the greatest business challenges in the following years and, consequently, the role of HR will undergo fundamental change
- “Govern, accept, connect” will be one of the key mantras of the new HR. Processes used to establish relationships will be more important than the solutions provided by the HR organization
- “Social Business Model” will rise as a key tool making satisfied people coming together to achieve a common goal.
In the bottom-line, Social Business Model focuses on delivering social returns using business principles and reinvesting surpluses into furthering social goals. By “Social Business Model” we are referring to the mandatory need to review traditional Operations & HR techniques and business models in order to establish a new dialogue and relationship with our employees, candidates, partners, clients and the whole communities where we do business.
Having said that, we appreciate that the potential of the social business model is not being exploited fully across our global network – we still have important challenges ahead of us but at the same time we are proud of the milestones we have reached in this area. For instance, Sitel have recently signed up to the UN Global Compact. The United Nations Global Compact – the world’s largest corporate citizenship initiative – is an attempt to align companies’ strategies and operations with 10 universal principles on human rights, labor, environment and anti-corruption, and take actions that advance societal goals.
This reinforces our commitment to ensure that our businesses advance in ways that benefit economies and societies and contribute to a more sustainable economy – in Europe and globally. All our people are immersed on the culture of our clients and the countries served, helping us to deliver really outstanding and meaningful customer experiences.
But this is not an easy task and the complexity has been increasing. Companies need to keep investing in tools and processes to help and guide employees and to support them sharing experiences with other associates locally or across the globe. Humbly using Sitel as a benchmarking, the two key elements of our strategy are.
First, we define values that clearly describe who we are and what we expect from our people. We emphasize elements like accountability, Integrity, Open Communication, etc.
Next, we define leadership goals that are imperative supporting our employees. Goals such as:
- Being the Coach, so our associates see future possibilities and know how to achieve them.
- Growing the Business, so we create success for Sitel, which enables us to appreciate our associates.
- Acting with Insight, showing our associates a leadership team that earns their trust.
- Leading to Engage, creating a community where all of our associates across the globe belong.
In the bottom-line, together our values and leadership create a People-first culture, where our associates see possibility, feel appreciated, trust their leaders, and belong. This makes us “One EMEA”, “One Global Community”, “One Sitel”.
Publish Date: May 19, 2016 5:00 AM
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